Big Surprise in Room @ BCV UPDATE! 11/2

[keishashadow]

Definitely deal with the situation at the Front Desk. As I posted calls go to the Call Center. Not a good place for getting messages to the right people. No excuse, but one can't blame a manager for not calling you back if they don't get a message.

Dealing with someone face to face and actually letting them see the problem is always best. Sadly some people will make up issues hoping for compensation.

Therefore the best course is let the manager see the bugs. That way they can't say latter when they go to spray the room, they did not see any. Well of course not, as by then they were all taken care of.

So, I'm naive to expect the button on the room phone that sez front desk to actually connect me to the front desk. The bell service one always does the trick??? Even so, YES, I would blame a manager for not calling me back if they don't get a message, since part of their "management" duties is to train their staff to relay such messages. I'd think that this particular situation would be a priority...at least it was for us.

Perhaps I'm a trusting soul but, in addition to calling the front desk I left many voice mails & had the manager paged several times (had to do something to pass the time)...IMO prudent to think it would rouse a response.

Won't be offended by the compensation comment (gee, what should I ask for - another glicee print?) The roaches were abundant & indeed "real" unless a new feature in the rooms is animatronic pests.

BTW, when bell services finally did round up a mgt. trainee the next am he declined to visit our room...indicating that it was housekeepings' responsibility to deal with that issue.

 

[Boardwalk Tigger]

Bugs in your hotel room are just unacceptable, period! Next time call DVC and speak to a manager. We are BVC members and once had too much maid service. At first I really didnt pay attention but by the second day I knew something was wrong. They were in cleaning and making beds etc. I tried the front desk and housekeeping several times and they still kept coming in and servicing the room. I was going to be charged for this even though I spoke to the front desk and housekeeping several times. Finally I called the DVC out of desperation and they took care of it immediately! I am not impressed with the front desk of the BC at all!

 

[OneMoreTry]

greenban - I'll look on the bright side that we had teeny ones...only about 1-1/2 inches...still gross, hope we didn't bring any "souveniers" home with us.

.....[/size]

These were not palmetto bugs -- too small. They were German cockroaches. Spraying a room once does not get rid of them very well -- they live in the walls and simply send out more troops. If you see them, then the building usually has a big problem.

Palmetto bugs don't live inside -- usually. They merely fly in once in a while, which is inevitable in Florida.

 

[keishashadow]

These were not palmetto bugs -- too small. They were German cockroaches. Spraying a room once does not get rid of them very well -- they live in the walls and simply send out more troops. If you see them, then the building usually has a big problem.

Palmetto bugs don't live inside -- usually. They merely fly in once in a while, which is inevitable in Florida.

Yikes!

They were all about the same size...about 1-1/2 inches long; looked pretty much like the ones I've seen in the yucky rental units up north...off to do a search as to find a pic.

 

[diznyfanatic]

As others have said, if I had to use the plural form of the word "bug" when I walked into a room anywhere, it would be unacceptable to me and I would expect to be moved. If I can see more than one, you can bet there are many more that I can't see.

There is absolutely no way I could enjoy a vacation worrying about what might be crawling all over me and my grandkids during the night, or what might end up travelling back home with me in a suitcase.

I don't care how big or small or what scientific name it goes by. Bugs are bugs which totally creep me out and should be dealt with because I'm a paying guest.

In addition, requiring me or my young grandchildren to occupy a recently fumigated room as a solution to a bug problem is not one I would accept either.

I'm not hard to please at all and there are only a couple of issues that I would be adamant about.

Bugs are definitely one of them.

 

[OneMoreTry]

Yikes!

They were all about the same size...about 1-1/2 inches long; looked pretty much like the ones I've seen in the yucky rental units up north...off to do a search as to find a pic.

Let us know what you find.

 

[keishashadow]

My uneducated guess is:

The smokey brown cockroach as opposed to the lighter colored German variety.
Could have been standard American type but, most of the pics I found show them to be smaller & have a lighter colored head. The ones in the room were a consistently colored dark brown. Think I need to see a line up to be sure .


The Smokey Browns thrive in the southeast from Texas over to Central FL. Apparantely, they tend to migrate in from mulch, heavily planted areas & like to live in attics/crawl spaces. The units were facing some dense brush (we joked about what lurked within).

I can be found in my laughing place.

 

[MickeyBabe]

Please don't order any "Big Surprises" for my next visit "Home".

 

[OneMoreTry]

My uneducated guess is:

The smokey brown cockroach as opposed to the lighter colored German variety.
....I can be found in my laughing place.

I'm glad they're not German. They really give me the old-fashioned eebie-jeebies. They are the true indoor lurkers and disease-carriers.

The others are just -- to me -- run-of-the-mill disgusting.

In either case, definitely NOT Disney. Except the robot kind in AK under the big tree.

 

[dumbo71]

I can't believe there were no rooms available in all of BCV. Next time try a manager at member services, or your guide. Maybe they could have helped.

I can, it is called Food and Wine Fest.

 

[FisherFamily]

Your post made my skin crawl. I don't know what I would have done in your situation but I can't believe there was no room available between BCV, Beach club, Yacht club or even transported over to a Villa on the Boardwalk. Maybe some CM's at BCV lost their magic.

 

[Sammie]

So, I'm naive to expect the button on the room phone that sez front desk to actually connect me to the front desk. The bell service one always does the trick??? Even so, YES, I would blame a manager for not calling me back if they don't get a message, since part of their "management" duties is to train their staff to relay such messages. I'd think that this particular situation would be a priority...at least it was for us.

Perhaps I'm a trusting soul but, in addition to calling the front desk I left many voice mails & had the manager paged several times (had to do something to pass the time)...IMO prudent to think it would rouse a response.

Won't be offended by the compensation comment (gee, what should I ask for - another glicee print?) The roaches were abundant & indeed "real" unless a new feature in the rooms is animatronic pests.

BTW, when bell services finally did round up a mgt. trainee the next am he declined to visit our room...indicating that it was housekeepings' responsibility to deal with that issue.

You were not naive, just uninformed by no fault of your own. My point is to help others avoid the same situation. The bell service one and the houskeeping one do connect locally to the resort location, the Front Desk one does not. Just as if you call the number listed for the Beach Club Villas you get the Disney Call Center, which answers calls for all the Disney resorts and is not even located on WDW property.

Even so, YES, I would blame a manager for not calling me back if they don't get a message, since part of their "management" duties is to train their staff to relay such messages.

The staff that takes the messages at the Call Center do not work for the managers at the Beach Club Villas, so the manager there is not at fault for their training. Certainly you have a legitimate complaint if in fact the manager did get the message and did not call you back. But with the way the Call Center operates that is not always the case. You could complain about the Call Center managers and the training the staff receives from them and that is probably a good idea. It is a flawed system but I thought my letting others know of the situation they could go better prepared by knowing what to expect.

My post was to help others and I said as much. I said my comments were not directed toward you and stated so in my first comment.

I am not addressing what did or did not happen with the OP but for future travelers to any Disney resort.

I have had problems at Disney too. You can't go as often as we do without them. However I can say I have left 100% satisfied with the resolution. Was I lucky, no I have learned how the system works there and what is necessary to get resolution and believe me sitting in a room waiting on phone calls does not work. Learned that from experience.

I never said you expected compensation, in fact I am not sure you read my comments at all. My point was many do expect compensation after the fact and do not bring these matters to the managers attention at the time, until after they leave. Therefore unless the manager sees a real problem, which you had, they are recluntant to believe it. Sorry but that is they way it is, what others do affect how everyone is treated.

Hopefully you will never have problems again but if you do, at least now you will know how to possibly get them resolved, if not at least others that have read this will.

My purpose was to help others avoid the frustration you encountered, I have no idea why you became so defensive.

 

[Deb & Bill]

How much you want to bet that someone left the patio door open to watch the fireworks (probably before you checked into the room) and the roach flew in. This is FL, folks, lots of water bugs/palmetto bugs/roaches. Heck, they were around in the days of the dinosaurs and outlived them.

It's not that big of a deal. Just swat it with a newpaper or magazine or hit it with your shoe. Then vacuum it up. We wind up sucking them up in our vacuum when we see them in our house. We live in Louisiana.

You find them at OKW, SSR, BWV, VWL, GF, YC, BC, Pop, POR, POFQ, etc. They are all over the place. And it's not a cleanliness issue.

 

[mmmcq]

Love your sense of humor about the episode. Eeeeeck and more is what my three girls would have said and no one would have slept.

But it isn't just a BC or Disney problem. I've had a family of lizards in my hotel shower in the Carribbean, a room at a ski lodge filled with lady bugs dive bombing my kids who were completely under their covers and an army of aunts who suddenly appeared in the middle of another ski cabin one morning and decided to crawl up the legs of my then 5 yr old.

We certainly didn't need an alarm clock that morning....and no we weren't eating in the room - which is of course the first thing they asked me at the front desk. When they delivered a can of raid to the room.....I called them back and said "no" that I would not be doing the exterminating. Like BCV there was no other room to move to.

So we moved our luggage out, they exterminated and then opened the windows, changed the linens and we skiied and went out for dinner. As compensation, however, the next night - they let us have a condo with a satellite tv for the night to watch the Patriot's playoff game. I think it was because we had joked about the situation and taken it so well. What could we do? We were there with friends and we didn't want to leave them - just the ants.

I can't say that I'm always calm in any customer service situation. I do get my dander up - and the middle of the night bug thing might have done me in....but I always find that humor and smiling does the trick. It sounds like you didn't have anybody to share either with! But I do like your style.

 

[OneMoreTry]

I think everyone here is on the same team.

The OP didn't have unrealistic expectations. It shouldn't take a guidebook and a trip to the DIS to learn how to communicate and resolve a problem like this. WDW and DVC should have a system set up for handling these complaints, and everyone from central operators to hotel employees should not only KNOW HOW to deal with the problem, they should take responsibility to make sure the guest reaches the correct person to help.

I've defended Disney on several issues here, but this isn't one of them.

WDW and DVC should not settle for the "I have no idea" syndrome that has infected so many businesses nowadays.

 

[mmmcq]

I didn't imply that the OP should have done more or anything differently.

I do think the front desk should have found the OP a manager who could listen and then explain what would happen and provide a number to call in case the OP wasn't happy with the result. That would have been good customer service. To just ignore the OP was so NOT the right way to provide service.

 

[laura001]

Oh my gosh!!! I would have freaked, there is NO possible way I would have stayed in that room, no way, no how. I would have camped out in the lobby if I had to.

The issue about not being able to speak with a manager, or at least hear some sort of apology somehow doesn't surprise me. I was listening to a podcast the other day and there was a comment on there that in the past 10 years Disney's customer service has been making a steady decline. That is too bad, so I say write your letter, even if they don't answer at least you were a responsible customer and reported what happened. If they choose not to listen, well, eventually it will "bite" them in the behind. What goes around comes around.

 

[RayJay]

How much you want to bet that someone left the patio door open to watch the fireworks (probably before you checked into the room) and the roach flew in. This is FL, folks, lots of water bugs/palmetto bugs/roaches. Heck, they were around in the days of the dinosaurs and outlived them.

It's not that big of a deal. Just swat it with a newpaper or magazine or hit it with your shoe. Then vacuum it up. We wind up sucking them up in our vacuum when we see them in our house. We live in Louisiana.

You find them at OKW, SSR, BWV, VWL, GF, YC, BC, Pop, POR, POFQ, etc. They are all over the place. And it's not a cleanliness issue.

You know we left our patio door open one time at AKL, BIG MISTAKE, that's
the last time, we had bugs for the whole week, took me all week to kill em.

Still in Keishadows incident, I would have pitch tent in the lobby, that'll get thier attention.

RayJay

 

[lisareniff]

The OP didn't have unrealistic expectations. It shouldn't take a guidebook and a trip to the DIS to learn how to communicate and resolve a problem like this. WDW and DVC should have a system set up for handling these complaints, and everyone from central operators to hotel employees should not only KNOW HOW to deal with the problem, they should take responsibility to make sure the guest reaches the correct person to help.

I've defended Disney on several issues here, but this isn't one of them.

WDW and DVC should not settle for the "I have no idea" syndrome that has infected so many businesses nowadays.

 

[Sammie]

I think everyone here is on the same team.

The OP didn't have unrealistic expectations. It shouldn't take a guidebook and a trip to the DIS to learn how to communicate and resolve a problem like this. WDW and DVC should have a system set up for handling these complaints, and everyone from central operators to hotel employees should not only KNOW HOW to deal with the problem, they should take responsibility to make sure the guest reaches the correct person to help.

I've defended Disney on several issues here, but this isn't one of them.

WDW and DVC should not settle for the "I have no idea" syndrome that has infected so many businesses nowadays.

Totally agree and don't believe anyone said the OP had unrealistic expectations. This is exactly the way it "should" be. Problem is it isn't.

Therefore one can learn to adapt or stay frustrated. It has not changed at Disney in years and I don't see it getting better.